---
sourceDocument: Australia Customer Service Management
sourceDocumentLink: https://www.servicenow.com/docs/r/customer-service-management

 Release :

    - australia

ft:locale :

    - en-US

ft:publication_title :

    - Australia Customer Service Management

ft:clusterId :

    - csm

bundleId :

    - csm

workflow :

    - Customer and Industry


---

# Close case

# Close a case from the Business Portal {#ariaid-title1}

* Release version: Australia
* 
* Updated March 12, 2026
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read

Close completed or resolved cases from the business portal.

## Before you begin

Role required: sn_customerservice.customer, sn_customerservice.consumer

## About this task

This feature is available for the business portal (B2B) for product.

The Close Case button is not available for cases in the Resolved or
Closed states.

## Procedure

1. Navigate to the business portal.
2. Select RequestsView submitted requestsView cases \& tasks in the portal header.
3. Open the desired case.
4. Select ActionsClose Case.
5. In the confirmation pop-up window, select Close Case.  
   When a case is closed from the portal:
   * The case status in the Case details section is updated to Closed.  
     Note:  
     You cannot add comments after the case is closed. You can only view the previous comments in the activity stream.
   * The case additional comments and resolution notes are updated with Closed by customer.
   * The case resolution code is set to Solved by customer
   * A message at the top of the portal confirms that the case has been closed.
   * The system displays a customer satisfaction survey.
   {#customer-close-case-from-businessportal__ul_gly_yx1_sgb}
6. Complete the customer satisfaction survey.  
   You can also choose to skip the survey. Either choice returns you to the case list on the portal.
**Related tasks**   

* [View or modify a case from the Business Portal](https://www.servicenow.com/docs/D3OHEzG_UU8jL7Uzz0uPNg "View or modify the information in a customer service case.")
* [Complete a customer service satisfaction survey](https://www.servicenow.com/docs/vK5gPS4kKC3pWpy4JV0Z~g "After accepting a solution for a case, complete a customer service satisfaction survey to provide your feedback.")

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